AIBU to be so disappointed in this purchase?!

[MsConsuela]

I know this is a first world problem, but I'm so upset over this.

I've been extremely strapped for money recently, and in general I'm not a big spender.

But I decided to treat myself to something nice after a particularly rough week. (Work, bf everything was rubbish)

I bought a lipstick which in my opinion is expensive (£25) - I'd been eyeing this for weeks!!

It turns out that the lipstick is horrible.

It actually dries my lips out and doesn't stay for longer than 5 mins. It's practically the worst lipstick I've ever used.

I did go back in store to complain about this but they refused to help me

I know a lot people will think I'm making a mountain out of a molehill, but money is tight for me and I'd treated myself to something nice after a very long time.

I'm soooo disappointed that the brand won't take any responsibility for the horrible product they've churned out.

Anyway, rant over.

Clearly a first world problem, but I hate wasting money

Thanks for the tip Emma, I'll definitely stick to John Lewis next time! I've always found them very nice and helpful.

This was a stand alone store, very snotty and unwelcoming

Bobbi Brown customer service is appalling

I bought one of their shimmer brick bronzers a few years ago from duty free before a flight. I landed, went to my hotel and went to use it. All the different bits had snapped, and crumbled when I went to use it.

I took it back to the Bobbi brown counter in the airport on my way home and they told me they weren't designed to be carried around in bags that would be dropped, knocked and moved. The product wasn't faulty. It was designed to be left on a dressing table.

Well here is a thought... Don't sell them to people in airports who are about to get on flights where their bags will be in overhead lockers!

I would definitely feedback to their customer service via website. I have always found them super helpful. I would expect a refund or exchange for something else.

I use Bobbi Brown a lot and mostly buy online as the nearest stores to me that sell their products are quite a way away. They exchange all foundations bought online no quibble.

The only BB store I have found unhelpful is the one in Covent Garden where staff were really unhelpful, not nice at all.

There's a beauty buy and sell page on Facebook, lipsticks sell well there.

Sounds like an allergic reaction, for which they are obliged to refund you.

I bought a similar priced lipstick from a concession in Boots. It completely dried my lips out and was awful. I only used it twice and then left it in my handbag. Several weeks later I popped back into Boots to buy a trusty No.7 lipstick and just happened to mention what happened with the previous other brand. The assistant immediately called over her colleague from the concession (can't remember the brand unfortunately) and she refunded me in full straightaway. I didn't even have my receipt but they said it wasn't acceptable to be so disappointed with the product. Amazing customer service.

Contact Bobbi Brown UK CS directly.

Which store was this at OP?

When I had problems with getting any joy out of a supplier, I rang these people and they told me exactly what to write:

www.consumercouncil.org.uk/consumer-skills/consumer-rights/

The goods you buy have to be fit for purpose and for a reasonable amount of time so if:

a/ the lipstick doesn't work like lipstick should; or
b/ the bag handle snapped within a month;
you have rights under the Consumer Act 2015.

If the lipstick doesn't hold up to the claims which were made when you were buying it, you have rights too. It is worth checking out on that site or Googling it.

If they don't provide samples then they should accept returns without quibble. Drives me nuts this.

This was the store in Canary Wharf.

It's not my local area, but I'd popped there to see a friend

I wasn't aware of the Consumer Act, thank you for telling me! I'll definitely look this up more.

I feel like I'm being taken for a ride and not getting value for the money I've spent on the cosmetics and the bag.

Shmoo
Why are they obligated to refund for an allergy? I would have thought the opposite - if you are allergic, you body is making a fit for purpose product unfit for purpose
If it's just a crap product, it is just a crap product

Can people with food allergies claim refunds?

I would definitely contact the company but also make sure that when you do you mention when you took it back to the store that the woman put it on her hand. I wouldn't be happy with that

The problem with returning in store is that they'll have to take the refund against the sales and also write the product off. Obviously this is not your problem but when people have targets to work to and the return policy states once opened, non returnable it's understandable why they won't give you a refund.

If you email customer services directly you're much more likely to get your money back.

To the PP that said you're entitled to money back if you're allergic to it, unfortunately you're not.

It's possible that the batch is faulty. I've never seen a Bobbi Brown lipstick that acted the way you describe op....definitely complain further.

I bought a mega expensive perfume only for the atomiser bit to freeze up and not work when I'd only used it a handful of times. I couldn't get the perfume out anymore!!
I emailed their UK customer service and they called me. Asked for the batch number and sent me a whole new bottle by courier.

Amazing customer service. Always worth emailing about problems. I should have done the same with a Mac liplinrer. Made all the skin on my lips peel off. Never had that reaction to anything before and have loads of mac makeup.

I can confirm that they are obligated to refund in case of an allergic reaction.

I've had allergic reactions a couple of time to products and the brands have refunded it with no issues.

The reason is that majority of the products from a high end claim to be hypoallergenic and non comedogenic- which means they're claiming they won't give you a reaction or a break out.

If someone has a food allergy, they're likely to be aware of it- for example, nuts, shellfish etc

However, it's impossible for anyone to know which cosmetic ingredient they are allergic to because there are far too many of them.

This is why they would normally exchange or return in case of a reaction.

Also, you can never say 100% whether the reaction was caused by a faulty product or the general formulation

but they did offer you another one to try it could have been a faulty batch not every single lipstick

Bobby Brown are owned by Estée Lauder Companies. Ring their head office and complain. It is likely they will refund you directly. If you purchased from a HOF or Debenhams store you are unlikely to obtain a refund from the consultant because it comes off their weekly figures and therefore the commission they earn. Unfortunately most consultants don't see the long term benefit in good customer service.

Social media :)

Bobbi Brown is now owned by Estée Lauder. Tweet them too. Good luck.

Yuck! The manager using it in her hand is grim!

Gutted for you. That would be a big treat purchase for me on my current budget, too. So disappointing.

I second tweeting the crap out of both Bobbi Brown and EL

Also, that customer service is rubbish. I don't expect that when I'm buying an expensive cosmetic brand.

I did go back in store to complain about this but they refused to help me

They said the only thing they might be able to do is replace the lipstick with a new one,

Sorry am confused. You said they refused to help you but also that they offered a replacement.

An identical replacement of a product that isnt fit for purpose isnt much of a solution!